Associate Product Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Acts as the initial point of contact for support cases, chats, and phone calls from users of the designated product(s).

• Prioritizes and manages case workflows utilizing service tools, including feedback mechanisms for feature prioritization.

• Oversees the escalation process with technology teams, ensuring a smooth experience for the end-user.

• Employs Generative AI, specifically JLL GPT, to enhance and streamline specific tasks and initiatives within the organization.

• Handles technology onboarding for new employees and offboarding for those who have been terminated.

• Records case resolutions and utilizes existing documentation to guarantee a uniform experience for end users.

• Organizes, revises, and maintains documentation regarding processes for the supported product(s), which includes user-facing support processes and workflows, comprehensive product support workflows, UAT Testing workflows, enhancement/defect prioritization workflows, system outage protocols, and communication templates.

• Implements operational service benchmarks such as response time, handle time, resolution time, and CSAT scores.

• Collaborates with other product specialists to enhance messaging consistency and the effectiveness of resolutions.

• Completes administrative tasks to support the product support organization and partner teams.

• Provides training for users and technology partners on general usage and features, as requested.

• Contributes to the development of training materials.

⛳️ Requirements

• Proficiency with documentation tools or a willingness to learn (for example, Confluence).

• Intermediate knowledge of Microsoft Office Suite (Word, Excel, Outlook, Teams, Planner).

• Basic understanding of Excel for reporting and querying large datasets; or a willingness to learn.

• Eagerness and capability to learn new or related technology products associated with supported product(s).

• Familiarity with Azure DevOps, Jira, ServiceNow, and Salesforce is preferred.

• Fluency in English and a secondary language, both spoken and written, is mandatory.

• Over 1 year of experience in product support or real estate; and/or 1-2 years of experience in related leasing business lines or functions.

• Dedication to excellence in customer/user support (documented examples or letters of recommendation required).

• Strong interpersonal, communication, problem-solving, and organizational abilities.

• Capacity to work independently, without supervision, as well as collaboratively as part of a team.

🏝️ Benefits

• JLL empowers you to shape a brighter future.

• Opportunities for personal development.